Customer Production Support Manager (Global Customer Service) - Austin, TX

Teradyne•Austin, TX

15d•$134,500 - $215,200•Onsite

About The Position

Teradyne’s Global Customer Support team is hiring a Customer Production Support Manager to build and lead the field production support organization for a local customer. The role manages Field Production Support Team Leads and, through them, Production Support Engineers supporting UltraFLEX and UltraFLEXplus automated test equipment and test fixtures. The manager translates customer production priorities into regional staffing, service-delivery, and improvement plans, combining organizational leadership, service operations, financial management, customer engagement, and cross-functional coordination. For approximately one year, from late 2026 through late 2027, the successful hire will train at Teradyne’s Austin, Texas facility before relocating to another Texas-based customer location. The role partners closely with Global Customer Support leadership and reports to the US Operations Manager. Approximately 30% travel is expected. The position owns regional Operational Support Services commitments, budget and forecasting, service performance, and customer escalations. It leads and develops Team Leads, oversees the broader Production Support Engineer organization, drives operational and quality improvements, and works with customer stakeholders and internal global teams. The role is not eligible for visa sponsorship.

Requirements

Bachelor’s degree in electrical engineering, electronics engineering, physics, business, or a related field, or equivalent experience directly applicable to semiconductor test, capital-equipment service, or production-support leadership.
At least 8 years of relevant experience supporting ATE or semiconductor capital equipment in a high-volume manufacturing environment.
At least 5 years of people-management experience, including leading Team Leads, supervisors, or managers as well as individual contributors.
Demonstrated experience managing budgets and forecasts, with responsibility for regional or business-unit financial performance.
Experience with escalation management, service operations, and production improvement activities.
Strong written and verbal communication skills, sound judgment, customer focus, and ability to work effectively with engineering, factory, sales, service, finance, and customer stakeholders.
Willingness and ability to work from Teradyne’s Austin, Texas office for several quarters during onboarding and training.
Willingness and ability to travel approximately 30% of the time.
Eligible hire must be able to relocate to another Texas-based location after the Austin training period; the position is not eligible for visa sponsorship.

Nice To Haves

Hands-on familiarity with ATE platforms such as UltraFLEX or UltraFLEXplus.
Experience with financial planning tools and workforce or capacity planning in a service organization.
Prior experience in customer-facing service leadership roles or service-contract renewals.
Familiarity with structured problem-solving methodologies, including 8D, root cause analysis, 5 Whys, and Six Sigma, as well as ticketing and workflow tools.

Responsibilities

Lead, coach, and develop Field Production Support Team Leads through onboarding, performance management, goal setting, and succession planning.
Oversee the capability, capacity, and engagement of the Production Support Engineer organization through Team Leads, aligning skills with customer and business requirements.
Promote accountability, knowledge sharing, standard processes, and continuous improvement across the region.
Make staffing, hiring, and resource-allocation decisions in partnership with HR and senior management.
Own regional execution of Operational Support Services commitments, including contracted and value-added activities, and ensure consistent, high-quality delivery across assigned accounts.
Serve as the second-level escalation point for production-impacting issues and engage senior management and cross-functional partners as needed.
Monitor regional KPIs and system-performance data, identify gaps and trends, and drive corrective and continuous-improvement actions to closure.
Promote structured problem-solving and quality methodologies, including 8D, root cause analysis, 5 Whys, and Six Sigma.
Manage the regional budget, including annual planning, quarterly forecasting, and monthly variance analysis for labor, travel, spare parts, and operating expenses.
Manage cost-of-service and productivity metrics, improving efficiency without compromising quality or customer satisfaction.
Approve regional expenditures, overtime, and resource decisions within delegated authority; partner with Finance on reporting and compliance.
Provide financial inputs and business cases for headcount growth, capital requests, and service-product investments.
Build and maintain relationships with key customer stakeholders and participate in executive-level business and satisfaction reviews alongside Team Leads.
Oversee customer expectations, escalations, and action items across the region, communicating status, risks, priorities, and improvement actions.
Support Marketing and Account Managers during service-contract renewal negotiations by providing operational data and other relevant information.
Collaborate with worldwide account teams, Sales, Marketing, Engineering, and Operations to align regional execution with global strategy.
Train at Teradyne’s Austin, Texas office for approximately one year, then relocate to another Texas-based location.
Travel approximately 30% to support customer, team, and business needs.